Sample ESC Customer Satisfaction Survey

Source: Hobart Harmon (Spring 2009)

As a valued customer of ESC, we need a few minutes of your time to help us know how satisfied you are with our programs and services. Your response will help us best meet your expectations in the future. Please know that survey results will be analyzed as composite data and no individual responses will be reported. Please submit the survey by December 10, 2009. Thank you!

1. Did you receive a service and or product offered by ESC during the previous 12 months? Yes No

Part A. Customer Relationships

For each item, please circle the number that best represents your rating. Mark “Not Applicable” (NA) when appropriate.

2. Overall, how satisfied are you with programs and services of ESC?

Extremely Dissatisfied Neither Satisfied Extremely Not

Dissatisfied Satisfied Applicable

1 2 3 4 5 6 7 8 9 10 NA

3. How likely would you be to recommend programs and services of ESC to friends or colleagues?

Definitely Probably Might or Probably Definitely Not

Would Not Would Not Might Not Would Would Applicable

1 2 3 4 5 6 7 8 9 10 NA

4. How likely would you be to continue selecting the same product or service from ESC?

Definitely Probably Might or Probably Definitely Not

Would Not Would Not Might Not Would Would Applicable

1 2 3 4 5 6 7 8 9 10 NA

5. If you were selecting a provider of an educational program or service for the first time, how likely is it that you would choose ESC?

Definitely Probably Might or Probably Definitely Not

Would Not Would Not Might Not Would Would Applicable

1 2 3 4 5 6 7 8 9 10 NA

Part B: Customer Responsiveness

For each item, please circle the number that best represents your rating. Use the rating scale of 1 (Extremely Dissatisfied) to 10 (Extremely Satisfied). Mark “Not Applicable” (NA) when appropriate.

Responsiveness Item / Satisfaction Rating Choice
Extremely ------Extremely
Dissatisfied Satisfied
6. Professionalism of ESC personnel / 1 2 3 4 5 6 7 8 9 10
7. Competence of ESC personnel / 1 2 3 4 5 6 7 8 9 10
8. Reliability of ESC personnel / 1 2 3 4 5 6 7 8 9 10
9. Accessibility of ESC personnel / 1 2 3 4 5 6 7 8 9 10
10. Attentiveness of ESC personnel / 1 2 3 4 5 6 7 8 9 10
11. Timeliness of ESC program/service / 1 2 3 4 5 6 7 8 9 10
12. Convenience of ESC program/service (location) / 1 2 3 4 5 6 7 8 9 10
13. Efficiency (costs) of ESC program or service / 1 2 3 4 5 6 7 8 9 10
14. Feasibility of implementing ESC program / 1 2 3 4 5 6 7 8 9 10
15. Accuracy of ESC communications / 1 2 3 4 5 6 7 8 9 10

Part C. Customer Results

For each item, please circle the number that best represents your degree of satisfaction in receiving the anticipated end result of the ESC programs and or services. Mark “Not Applicable” (NA) when appropriate.

Results Item / Satisfaction Rating Choice
Extremely ------Extremely
Dissatisfied Satisfied
16. Save school district money / 1 2 3 4 5 6 7 8 9 10
17. Make services available in district / 1 2 3 4 5 6 7 8 9 10
18. Increase personal knowledge and skills / 1 2 3 4 5 6 7 8 9 10
19. Improve classroom instructional practices / 1 2 3 4 5 6 7 8 9 10
20. Increase student learning / 1 2 3 4 5 6 7 8 9 10
21. Enable school to achieve accreditation status / 1 2 3 4 5 6 7 8 9 10
22. Increase technology capacity of district or school(s) / 1 2 3 4 5 6 7 8 9 10
23. Increase administrative efficiency of district / 1 2 3 4 5 6 7 8 9 10
24. Enable school or district to meet state mandate / 1 2 3 4 5 6 7 8 9 10
25. Enable school or district to meet state mandate / 1 2 3 4 5 6 7 8 9 10

Part D. Additional Important Information

26. What is your primary professional job role? (Mark only one)

___Superintendent ___District/Central Office Administrator

___School Administrator ___Teacher

___Other Professional Staff (specify) ______

___Paraprofessional ___Secretarial/Clerical/Support Staff

___Other (specify)

27. List in rank order the 3 ESC programs and or services that you valued most during last 12 months:

1.______

2.______

3. ______

28. What is the single most important action ESC should take to increase your satisfaction with the programs and or services offered?

29. Any additional comments you would like to make about ESC regarding customer satisfaction?

Thank you for taking time to complete and submit this valuable survey.

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